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Why are OVO disabling the real-time smart usage features!?



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Userlevel 3
Hi @chrissfoot,

Your question about re-using the smart gateways is an interesting one. I'm investigating - I'll respond here when I have a definitive answer.

Thanks

Cassie


Hi @Cassie_OVO, any news on repurposing our smart gateways?
Userlevel 2
@Cassie_OVO So what are these other factors? Get rid of all the other stupid meanless algo's and put it back to what it was 3 years ago and everyone back happy. Cannot see anything to do with GDPR or maybe interpretation is all wrong. There must be a way to keep this. Oh hang on probably costs a small amount of money to run.
Userlevel 2
Have I missed something I have not read anything that makes me "understand" the decision other than the 1% statement (Scalability of numbers). Didnt even give us enough notice of the change. I am currently fine tuning new boiler logic that is now impossible to see the effect of my changes. Had around a weeks notice that was not long enough to finish up what I was doing especially when you dont live at the property.
Hi there I'm new here and totally confused. I am not technical so please excuse any mistakes I may make. I joined Ovo in October when my fixed rate deal with British Gas finished. Ove were not the cheapest but it was important that I had a smart meter as I'd been using them from BG for a while and liked them. I called Ovo before my switch and they confirmed I would be getting the same service from BG although I'd have to switch meters which I did.

I check my readings via the usage graph every morning and evaluate the previous day's use, if I've used a lot of gas I look to turn my boiler down a touch if it is not too cold, I am not only helping my purse but the environment too. I don't quiet understand the email about the changes, will I still be able to do this because over the past week my readings have been missing or are all the same so presumably wrong. I joined Ovo for this feature and if they are not providing this surely I can be released from my fixed term contract? I hope I have understood all this correctly :s.
Hmm, as I was referred to Ovo via the MSE Energy club I guess it may be worth contacting them here as I've had no reply from Ovo

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Poor form Ovo
Received from OVO complaints Department 23rd May 2018.
I didn't formally complain, but this was escalated from their smart metering support team who at the time were poorly informed of the rationale behind the decision making process.
My contact with the company has been professional, responsive and readily acknowledges the anger and frustration that I expressed with the withdrawal of the live usage and Smart Gateway HUB. This is the response I received. I am pleased to see that they will waive early exit penalties. This loss of functionality is particularly galling as I re-signed up less than a month ago, so I was very annoyed at the short notice. As others have said the data is particularly useful in conjunction with open source smart home set ups like Open HAB and Samsung SmartThings. Without access to the Home Area Network, a login and password it is difficult to see how the Home Gateway Hub can be re-purposed and is a shocking waste of scarce rare minerals that it contains to simply end up as electrical scrap. Shame on OVO.
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Good morning Mr **********,



My name is David and I work in the complaints team at OVO Energy. Ryan is currently helping with another department today so I working your complaint in his absence.

I have tried to call you to discuss your complaint but unfortunately you were not available. I have left a voicemail message.

Ryan was in discussions with our Head of Product for some answers to why we have removed our OVO Live services. On the back of your complaint we have released a statement on our online forum. I have included the information below, but you can also visit our forum here.

“We’ve been getting complaints about the service being incorrect or unreliable for a while now. In the normal course of events we’d fix it rather than turning it off. However, there are other factors that influenced our decision. We’re in the process of building a new online experience for customers to manage their energy, and our aim is to roll this out to all smart meter customers before the end of the year. The existing OVO Live data service is incompatible with this, and it has built up what’s known in software development as technical debt. Additionally, it would have needed considerable extra work to be compatible with both SMETS1 and the new SMETS2 meters that are going to be installed starting later this year.

We appreciate that it is frustrating to receive the message that we’re turning this off “to bring you something better”, when we’re removing a service that you find useful and not immediately replacing it with anything else. Although OVO Live customers make up fewer than 1% of our users, you are some of our most engaged customers, and we did not take the decision to turn off this service lightly.“

This information has also been given to all our customer service agents so they have more information to be able to answer questions similarly to yours.

From your complaint notes I can see that you are looking to switch providers as a result of these services being removed. I am sorry this is how you feel. If this is still the case we will waive your exit fees to allow you to change provider without these charges as a resolution to your complaint.

If you are happy with this information and offer as a resolution to your complaint you do not have to do anything, we will close your complaint in 5 working days.

-----------------------------------
Hope this helps other forum users
Userlevel 6
Hi @AlanN51,

Sorry I should have pointed you in the direction of this topic ☝🏼

The live usage feature has been disabled, so it won't be possible to display it on your In Home Display device anymore. Unfortunately I don't have an update on whether or not we're making it available again any time soon.

Hey everyone,

I thought I'd jump in here!

As you've all heard, unfortunately we've made the difficult decision to remove this feature as we're aware that there's been ongoing issues with it.

Rather than provide a poor service which results in a poor customer experience and customer contact - we’re going to stop providing the features to focus on other technology that will provide a better customer experience.

This doesn't stop you from being able to see any usage information as you can still access this on your In Home Displays (IHDs).

You'll need to disconnect your Chameleon IHD from your Wi-Fi and (if you have one) turn off your Smart Gateway. Your IHD will continue to work as a display unit but won't send us data anymore - we'll get this directly from your smart meter.

If you have a Smart Gateway, it can simply be unplugged and recycled as an electrical device. If you have a Wi-Fi connected IHD, it can continue as an In-Home Display by following these steps:

1. Tap 'OK' once to enter the menu.
2. Navigate to 'Adjust settings'; then tap 'OK' to enter the submenu.
3. Navigate to 'Wi-Fi options'; then tap 'OK' to enter the submenu.
4. The device will say 'Leave network'; tap 'OK' to leave the Wi-Fi network.
5. Your device will now function as a normal IHD.

If you have a Smart Gateway and don't have a Pipit or Chameleon IHD, send us a PM on Facebook with your full name, DoB and account number so we can get one posted out to you.

https://www.facebook.com/ovoenergy

Cheers,
Emma

Updated 14/05/2020

Userlevel 7
There won't be much change to these online services since that update, @BazPraz - we've got a small number of customers trialing our new platform, and the greater roll out is taking longer then expected. But just watch this space. If you've got a smart meter fitted, there's some great new features heading your way! 🆒
Userlevel 1
Please do not answer my questions above since it is no longer necessary. Without the Smart Gateway service, Ovo has lost its competitive advantage and I have made an application to switch to a much cheaper supplier. Such a shame because I was a great supporter of Ovo and how it was adding value to smart metering. Anyway, it was very very good while it lasted.
Hi
Are there any plans to reinstate this feature. Thanks
What annoys me is the the IHD can connect you your network, it would have been really easy to have a simple API to scrape the stats from, or it could multicast it to the network via bonjor or something if they really dont want to connecting to it for some odd reason.
Userlevel 3
Luckily I can work around the issue by having an awesome firewall (Ubiquity USG) which will allow me to override the dns and talk to my own servers but others aren't so fortunate i'm sure.

I really hope there is some solution to allowing smart meters to talk to smart homes soon


This is true, it appears that the Chameleon IHD doesn't work with self-signed SSL certs, and doesn't fall back to HTTP to send data, so I'm unable to pull anything from this as yet...
Userlevel 7
Badge +2
Your observations are still valued, @Sterling.

If you feel able to, would you please stay as a Forum Member and comment on
  • whatever OVO are rolling out by way of a new usage product
  • third-party usage metering alternatives
  • what gets released as SMETS2 becomes available

Thanks
Userlevel 1
Nearly three months ago - following the demise of the Smart Usage facility - OVO made the following statement:-

"Rather than provide a poor service which results in a poor customer experience and customer contact - we’re going to stop providing the features to focus on other technology that will provide a better customer experience."

Has anybody seen (or heard of) any sign of a "better customer experience"?
Looking at the Usage information under My Ovo on the website I get the raw usage in kWh, but not the price information. Why is this?
Userlevel 2
Hi @chrissfoot,

Yes, I’ve investigated and unfortunately we can’t provide you access to your smart gateway. I’m assuming you have good tech knowledge if you’re interested in doing this, so I won’t hold back on the technical detail!

Before a CAD can be connected to our smart metering network, the hardware-firmware combination of the device has to be tested and approved by our smart meter manufacturer, Secure. This is because any device paired to the smart metering network can pose a potential security risk and may affect the functionality of the smart meter.

Changing the endpoint to which your CAD sends data to an endpoint of your own would require an update to the firmware image installed on the CAD. The problem is, once you update the firmware on the device, it would no longer be recognised as an approved CAD by Secure and they would therefore remove it from the smart metering network.

Sorry for the disappointing answer,

Cassie
Hi there I'm new here and totally confused. I am not technical so please excuse any mistakes I may make. I joined Ovo in October when my fixed rate deal with British Gas finished. Ove were not the cheapest but it was important that I had a smart meter as I'd been using them from BG for a while and liked them. I called Ovo before my switch and they confirmed I would be getting the same service from BG although I'd have to switch meters which I did.

I check my readings via the usage graph every morning and evaluate the previous day's use, if I've used a lot of gas I look to turn my boiler down a touch if it is not too cold, I am not only helping my purse but the environment too. I don't quiet understand the email about the changes, will I still be able to do this because over the past week my readings have been missing or are all the same so presumably wrong. I joined Ovo for this feature and if they are not providing this surely I can be released from my fixed term contract? I hope I have understood all this correctly :s.
But just watch this space. If you've got a smart meter fitted, there's some great new features heading your way! 🆒

But when? and does "great new features" include API access to our usage data?
When depends on how well these early trials go. I'm sorry I can't be more specific. As for live API access, your best bet is to sign up to take part in future trials for this: https://forum.ovoenergy.com/understanding-your-smart-meter-65/smart-meter-live-usage-api-58

Already done that and sent you a DM / PM (depending on how you look at them) 😉
For quite a while now, I have not been able to see today's data as it is being used. I can see data for any day/week/month before today but not today (both Gas and Electric) I thought that the idea of a smart meter was so that we could see what is happening and make changes if needed, but obviously I cannot do this. Does anyone know if there a fault somewhere ?
Userlevel 6
Hey @Maxjonz - I've moved your post over here where you can find more information about the issue you've mentioned.
Userlevel 1
OVO had been taking the lead in smart metering but removed the very successful Smart Gateway functionality with little notice to its customers. Hopefully, an OVO competitor will move into this space.
Userlevel 1
Your observations are still valued, @Sterling.

If you feel able to, would you please stay as a Forum Member and comment on
  • whatever OVO are rolling out by way of a new usage product
  • third-party usage metering alternatives
  • what gets released as SMETS2 becomes available
Thanks


I was invited to return here to post on this matter. In the end, I replaced my Smart Gateway functionality on a like-for-like basis. I bought a Smart Gateway type box from Hildebrand and Octopus Energy connected me within minutes of request for API access. It is a great shame that OVO was in the lead and lost interest in this project.

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